For customers, few things are as frustrating as a package that never arrives. No matter what the cause — the carrier took it to the wrong address, thieves swiped it, it got lost under a conveyor belt somewhere — the buyer is going to want someone to make things right. Hopefully, that means contacting the merchant and asking for a replacement or a refund.
In most cases, granting a refund is the correct decision for the merchant, even if the delivery failure isn't their fault. The customer will be satisfied and the issue will be resolved.
Unfortunately, this doesn't always happen. Sometimes the customer doesn't contact the merchant and instead goes directly to their bank to dispute the charge. This might happen because the customer doesn't know how to contact the merchant, the merchant's customer service isn't available when they attempt to contact them, they fear the merchant might have intentionally scammed them, or they believe incorrectly that a chargeback will get them their money back faster.
It's also all too common for a customer to falsely claim their package never arrived in order to get their money pack without returning their purchase.
These illegitimate chargebacks are often referred to as friendly fraud , and merchants who aren't in the habit of investigating their chargebacks might be surprised by how common this truly is. When merchants receive illegitimate chargebacks, regardless of the reason behind them, they should fight those chargebacks through representment. Failing to do so not only results in a loss of revenue, but also makes a merchant a more attractive target for bad actors looking to take advantage of the system.
For many illegitimate chargebacks, one of the most valuable pieces of evidence a merchant can have is delivery confirmation. Customer Information 3. Customer Information 4. Customer Information 5. Additional Info Attachment Related Information. What is Restricted Delivery? Delivery of mail with multiple addresses or recipients. Trending Articles Where is my package? Missing Mail - The Basics Delayed mail and packages?
Why Order Confirmation Emails Matter Many inboxes overflow with promotional emails, newsletters, and other email marketing campaigns. Order confirmations provide assurance to your customers.
It gets customers excited about their purchases. Order confirmation emails help you cultivate a long-term customer relationship. What to Include in an Order Confirmation Email Customers look for key pieces of information in an order confirmation so they can review their purchase and ensure everything is correct before it ships.
Provide the order number. Summarize the customer contact details. Confirm the shipping address. Include an order summary. Itemize the products that are shipping, including: Name of the product. Unit price. Tracking link if available. Break down the cost. Shipping fees. Savings from discounts or promotional codes. Confirm the payment method and amount. Outline the shipping method and estimated delivery date The more information the customer has about shipping , the more confidence they have in your business.
If possible, confirm: How the product is being delivered carrier. Method of shipping standard delivery, expedited, or overnight. The date the order is expected to leave your warehouse. The date the carrier is expected to deliver the item. Let the customer know how to reach you. Send the email right after the customer makes a purchase. Stay on brand. Use a subject line that informs and engages customers.
These classics work well: Order confirmation. Your [insert name of business] order confirmation. Order number [insert order number]. Your order has been received.
Thanks for your order. Thank you for your recent order, [insert customer first name]. Provide an opportunity to engage with your company The purpose of the order confirmation email is to provide basic information about the transaction. Suggest other products the customer might be interested in. A document of title to the cargo: When the record of title switches hands, the new owner of the BOL gains responsibility for the freight.
The new owner can then choose to hold onto or transfer those goods and BOL. A contract of carriage between the carrier and shipper: A BOL is a legally binding contract that evidences an agreement of shipment between the carrier and shipper. For any BOL to be considered legitimate and satisfy legal requirements, it must be truthful and include several details, such as: Personal information: This includes the full names, addresses, and contact information of the shipper and the consignee.
This information should be easy to find on the form and readable. Calculate density by dividing the mass of an object by the volume of the object. Density is the most crucial factor in freight classification. Portability describes any special handling requirements. Does the item need special care or storage? Does it entail special machinery or require extra people to move it? L iability refers to the probability that a shipment will break, get lost, or damage other freight in the truck.
Description of items: The shipper notes the number of goods, the weight, the dimensions, and any other vital details that are necessary to safely transport the shipment. Purchase order number: These reference numbers are essential to discharge freight for shipment or transfer it after delivery. The pickup date: This includes the specific date and time that the carrier will pick up the cargo. It can be used as a reference for tracking freight. Type of packaging: Are you shipping pallets, drums, crates, or cartons?
Special instructions: If you have any additional requests or specific notes for the carrier, include them. Various types of BOLs Your bill of lading depends on the specific method of transportation you choose to employ. These are non-negotiable documents. Proof of delivery receipt Currently, the onus is on the consignee to examine goods upon delivery. It accounts for the types of goods delivered, as well as all the specifications of those goods. Title to cargo: This document identifies the intended owner of the cargo.
Evidence of contracted carriage: The POD is the legal contract that binds the carrier and consignee. The signature on a POD confirms two facts: The cargo has been delivered on time and without visible damage. The cargo has transferred ownership and has become the responsibility of the consignee, who is at fault if any damage occurs after delivery.
When to sign the proof of delivery If you are the person receiving the shipment, it is essential to thoroughly inspect the shipment before signing off on the POD. Tips for cargo inspection When your cargo arrives, do the following before signing a POD receipt: Record the whole procedure: Photograph and video evidence of the freight can make or break a liability battle over a damaged claim. Start collecting this information the moment the freight arrives on your lot during offloading.
To further protect yourself, ask the shipper to photograph the goods before shipment. Examine cargo with the truck driver: Walk through this process with the driver so he or she is aware of any issues you note.
Thoroughly inspect the cargo: Examine each item for visible damage. Carefully review the packaging, the shrink wrapping, the pallets, and the warning tape.
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